Setting the foundation.
WHAT THEY EXPECT
Their site to work Someone to answer when it does not A clear answer, in language they understand To be told what is happening
WHAT THEY DO NOT CARE ABOUT
Which server they are on Why the problem occurred, technically Whose fault it was
WHAT THAT MEANS
Explain the effect and the fix, not the mechanism.
WHAT DETERMINES SATISFACTION
Response speed, more than resolution speed.
A client told promptly that you are working on it is satisfied.
A client hearing nothing for hours is not, even if you resolve it faster.
WHAT TO ESTABLISH
Your hours Your response times What is included and what is not
WHY THAT LAST ONE MATTERS
Without it, every request is assumed included.
WHAT TO PUT IN WRITING
Your support terms, before the first client.
WHAT TO AVOID
Promising availability you cannot sustain.
